Welcome to TIARA INTERNATIONAL PTY LTD T/A Tiara Energy (ABN 34 615 550 519). These Terms and Conditions apply to all customers engaging Tiara Energy for the supply and installation of Heat Pumps, Air Conditioning, Solar PV Systems, and Batteries in New South Wales and across Australia. By accepting a quote, making a payment, or proceeding with installation, you agree to the following Terms & Conditions.
1. Acceptance of Agreement
Your agreement with Tiara Energy begins when you:
- Pay the deposit specified in your quote;
- Accept our offer verbally, by phone, or by email; or
- Sign and return the quote by email or post.
This confirms your acceptance of the agreed terms before we proceed with your heat pump, solar system, battery storage, or air conditioning installation.
2. Customer Warranties
You confirm that you:
- Are at least 18 years of age;
- Own the property or have obtained full authority from all registered owners at the installation address; and
- Have read, understood, and accepted these Terms & Conditions.
3. Payments
Payments may be made by Electronic Funds Transfer (EFT), bank cheque, cash, or credit card.
The outstanding balance is payable on or before the date of installation.
Late payments may incur a $250 administration fee, together with any reasonable costs of recovery, including legal fees where applicable.
4. Important Notice
Quotes remain valid for 45 days from the date the deposit is paid. If installation does not occur within this period, Tiara Energy may issue a revised quote because applicable rebates, incentives, or certificate values, including STCs, ESCs, PDRS, VEECs, or Solar Victoria rebates, may change.
You have a 10-business-day cooling-off period in which you may cancel this agreement.
5. Our Obligations
Tiara Energy will:
- Supply and install the Heat Pump, Air Conditioning Unit, Solar PV System, or Battery specified in your accepted quote;
- Use appropriately licensed plumbers and electricians; and
- Engage Clean Energy Council (CEC) accredited installers and designers where required.
6. Your Obligations
You agree to:
- Pay the outstanding balance on or before installation;
- Assign all applicable Small-scale Technology Certificates (STCs), Energy Savings Certificates (ESCs), Peak Demand Reduction Scheme (PDRS) credits, Victorian Energy Efficiency Certificates (VEECs), and Solar Victoria Hot Water Rebates or Solar Homes Program rebates to Tiara Energy or its nominated agents, where applicable;
- Pay any costs associated with meter upgrades, replacements, alterations, or other requirements imposed by the relevant electricity distributor or authority; and
- Pay for any additional site works reasonably required to safely and lawfully complete the installation.
7. Price Adjustments
The quoted price may be adjusted where unforeseen, site-specific requirements are identified. Any additional work or associated cost will be subject to your written approval before the additional work proceeds.
Rebates, incentives, certificates, and discounts, including STCs, ESCs, PDRS credits, VEECs, and Solar Victoria Solar Homes Program rebates, may be factored into the quoted price. If an applicable rebate, incentive, certificate, or discount changes, is reduced, becomes unavailable, or cannot be claimed for reasons outside Tiara Energy's control, the resulting difference may be payable by you.
Additional site works, including electrical upgrades, switchboard works, meter alterations, structural works, or other requirements identified at the property, are payable by you where they are necessary to complete the installation.
8. Cancellations & Termination
Tiara Energy may cancel the agreement if changes to government legislation, regulations, rebate schemes, or other applicable requirements prevent the installation from proceeding. Where Tiara Energy cancels for this reason, your deposit will be refunded.
If additional site costs are identified and you do not agree to those costs, either party may cancel the agreement. Where the agreement is cancelled on this basis before the additional work proceeds, you will receive a full refund of amounts paid for the installation.
You may cancel the agreement during the applicable cooling-off period and receive a 100% refund of your deposit.
9. Refunds
A full refund will apply where:
- The final system differs materially from the system quoted and you do not approve the proposed change;
- Site-specific performance estimates that were required to be provided before the end of the cooling-off period have not been provided and you do not subsequently consent to proceed; or
- The equipment specified in the quote cannot be sourced and you do not accept a reasonably equivalent substitute offered by Tiara Energy.
10. Delivery & Installation
Tiara Energy will take reasonable steps to deliver and install the system on the agreed installation date.
You must provide Tiara Energy, its employees, contractors, and authorised installers with safe and reasonable access to the property for inspections, delivery, installation, testing, commissioning, and any related works.
You are responsible for ensuring that the installation area is reasonably accessible and free from hazards that could prevent the work from being safely completed.
11. Target Date
Tiara Energy will use reasonable efforts to complete the installation by the Target Date specified in your quote or agreement.
Installation dates may be affected by circumstances beyond Tiara Energy's reasonable control, including adverse weather, equipment availability, supply-chain disruptions, distributor requirements, government or regulatory requirements, or other unforeseen circumstances.
If installation has not been completed within four weeks after the Target Date, you may cancel the agreement and receive a refund of amounts paid, subject to any applicable legal rights or obligations.
12. Entire Agreement
These Terms & Conditions, together with your accepted quote and any documents expressly incorporated into it, constitute the agreement between you and Tiara Energy in relation to the installation.
Any amendment or variation to the agreement must be agreed in writing by both parties.
13. Governing Law
These Terms & Conditions are governed by the laws of New South Wales, Australia. The parties submit to the jurisdiction of the courts and tribunals of New South Wales, subject to any applicable consumer protection laws.
By accepting a quote, making a payment, or proceeding with installation, you acknowledge that you have read, understood, and agreed to these Terms & Conditions relating to the supply and installation of heat pumps, solar PV systems, batteries, and air conditioning systems by Tiara Energy.